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Guest relations manager skills for your resume and career

Updated January 8, 2025
5 min read
Below we've compiled a list of the most critical guest relations manager skills. We ranked the top skills for guest relations managers based on the percentage of resumes they appeared on. For example, 16.8% of guest relations manager resumes contained guest relations as a skill. Continue reading to find out what skills a guest relations manager needs to be successful in the workplace.

15 guest relations manager skills for your resume and career

1. Guest Relations

Here's how guest relations managers use guest relations:
  • Promote ongoing improvements of guest relations operations and incorporate service recovery strategies to related department activities.
  • Promoted positive guest relations to all individuals and maintained confidentiality for all high profile guests.

2. Reservations

Here's how guest relations managers use reservations:
  • Reconciled monetary transactions and administered reservations.
  • Served as over night Manager-on-Duty in charge of problem resolutions concerning guest services, reservations, payment authorizations and billing discrepancies.

3. Customer Service

Customer service is the process of offering assistance to all the current and potential customers -- answering questions, fixing problems, and providing excellent service. The main goal of customer service is to build a strong relationship with the customers so that they keep coming back for more business.

Here's how guest relations managers use customer service:
  • Developed and implemented new membership fulfillment process that increased fulfillment efficiency and provided higher level of customer service.
  • Supervised 30 customer service centers and implemented high-impact sales and marketing initiatives that increased occupancy and profitability.

4. PET

Here's how guest relations managers use pet:
  • Explained the proper handling or ways to pet the different animals.

5. Resorts

A resort is any place designated for recreation and fun. It usually includes hotels, restaurants, pools, sports grounds, and other related activities.

Here's how guest relations managers use resorts:
  • Provide service to Walt Disney World Resorts with an area of operation of approximately 42 square miles.
  • Managed inventory for all American Express Fine Hotels and Resorts bookings as well as Virtuoso bookings.

6. Payroll

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Here's how guest relations managers use payroll:
  • Performed payroll and time-keeping functions.
  • Processed payroll for all hotel staff (front desk, breakfast attendants, lounge server, housekeepers, etc.)

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7. Front Desk Operations

Front Desk Operations refer to the actions and responsibilities typically found in a customer service or host role. The person at the front desk is the main face of a particular company or office, and therefore is expected to be professional, courteous, and patient with any clients or customers who enter the office. Other roles responsibilities may include answering the phone, handling all in- and outbound mail, and answering client questions.

Here's how guest relations managers use front desk operations:
  • Coached, mentored and supervised concierge staff, front desk operations, and acted as weekend Hotel Manager, as assigned.
  • Managed the day-to-day front desk operations including concierge and bell functions.

8. Customer Satisfaction

Here's how guest relations managers use customer satisfaction:
  • Enhanced customer satisfaction and positive business results by understanding customer needs and selling appropriate products and services.
  • Resolved customer complaints and answered inquiries ensuring high levels of customer satisfaction.

9. Guest Rooms

A guest room is an assigned room at someone's house which is reserved for guests. It is a room or suite of rooms used or maintained for the accommodation of individuals to whom hospitality is extended for compensation.

Here's how guest relations managers use guest rooms:
  • Coordinated and supervised the execution and delivery of personalized and complementary services to VIP guest rooms.
  • Ensured guest rooms met Disney quality and cleanliness standards for nearly 2000 rooms.

10. VIP

A VIP is an important or unique person accorded with the highest respect and special privileges in any given and environment. It's an acronym for Very Important Person and such a person naturally wields Influence in society, is very popular, and has a higher social status.

Here's how guest relations managers use vip:
  • Maintained and continually updated comprehensive database of information regarding repeat guests and preferences as well as VIP specifications.
  • Provided superlative, personalized services to VIP guests through managing hospitality team.

11. Exceptional Guest

Here's how guest relations managers use exceptional guest:
  • Provided guests with immediate service recovery & implemented exceptional guest service.
  • Store Operations and Merchandising - Trained & skilled with Disney's world-renowned, exceptional guest service techniques and policies.

12. Guest Satisfaction

Here's how guest relations managers use guest satisfaction:
  • Partnered closely with the Labor Management team to develop and implement optimal labor utilization with respect to Guest satisfaction.
  • Assume a pivotal role in each and every logistical operation relating directly and indirectly to overall guest satisfaction.

13. Guest Complaints

Here's how guest relations managers use guest complaints:
  • Assure prompt and positive action on all guest complaints, questions, concerns and suggestions.
  • Managed a call center team responsible for handling all guest complaints for 400 restaurants.

14. Guest Feedback

Here's how guest relations managers use guest feedback:
  • Gather guest feedback to follow-up with proper company representatives.
  • Apply customer/guest feedback to service improvement efforts.

15. Guest Issues

Here's how guest relations managers use guest issues:
  • Coordinate between Accounting and Maintenance department for emergency response and preventative guest issues.
  • Escalate unresolved guest issues to Directors for immediate resolution.
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List of guest relations manager skills to add to your resume

Guest relations manager skills

The most important skills for a guest relations manager resume and required skills for a guest relations manager to have include:

  • Guest Relations
  • Reservations
  • Customer Service
  • PET
  • Resorts
  • Payroll
  • Front Desk Operations
  • Customer Satisfaction
  • Guest Rooms
  • VIP
  • Exceptional Guest
  • Guest Satisfaction
  • Guest Complaints
  • Guest Feedback
  • Guest Issues
  • Hotel Guests
  • Hotel Services
  • Customer Complaints
  • Guest Inquiries
  • Guest Expectations
  • Customer Feedback
  • PBX
  • IHG
  • Conflict Resolution
  • Direct Reports
  • Hotel Operations
  • Night Audit
  • Excellent Guest
  • Quality Guest
  • POS
  • Marriott
  • Product Knowledge
  • Ticket Sales
  • Group Sales
  • Facebook
  • Fine Dining
  • HR
  • Customer Issues
  • Twitter
  • Repeat Business
  • Administrative Tasks
  • Customer Inquiries
  • Guest Reservations
  • Guest Situations
  • Credit Card Transactions
  • Gift Shop
  • Loyalty Programs

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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